2026 Best Practice Showcase
(Virtual Tour)

Learn WHAT our award finalists are doing to continue “Raising Standards in Customer Operations”

 June - August 2026

Online Virtual Tour

Showcasing the very 
best in the industry

Join us through the Summer as we hear from our awards winners. We will release new learning every week from June right through to August. 
Dates below are for webinars where you can hear more from our finalists and winners.
No need to miss out while on your well deserved holiday as we will also add to our library and on-demand. 

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Conference Agenda

Best Practice Showcase

Tuesday 2nd July
9.30
Opening Keynote
How to Learn
How you can use this week to learn from our members. 45mins
10.30
Innovation & Transformation
Learn from overall Innovation of the Year winners, indeed on Leading Global Transformation and OVO Energy talking about their Service Transformation.45mins
13:15
Insight
Hear from Manager of the Year, Katie Harrison from NFU Mutual Agencies, Forecasting Analyst of the Year, Paul Cooper at The AA and our Rising Star, Mike Connor of Capita Regulated Services. 45mins
14:15
Planning Teams
Learn how Real-Time Team of the Year, eBay reintroduced Real-Time globally. Also hear from Analyst of the Year Zach Haddenham. Hear from Lloyds Banking Group on how they achieved a Best Practice Shift Review. 45mins
Wednesday 3rd July
9.30
Innovation & Transformation
Hear from Best Practice in Branch Planning winners Bank of Ireland and the Planning Team of the Year, TSB Bank. 45mins
10:30
Best Practice Partnerships
In this session our Partnership Awards Judges will share their highlights from this year's finalists stories. Sharing what has inspired them, and the learning that they have taken from the process. 45mins
13:15
Planning Analysts
Learn from Analysts of the Year; Michelle Adshead at VitalityHealth and Kristie-Leigh Armstrong from BT Group and our Rising Stars; Lauren Laycock at NFU Mutual and Kirsty Ritchie of Wheatley Housing. 45mins
14:15
Quality & Improvement Individuals
Hear from 2024 Quality & Improvement Rising Star, Jess Baldock at DAS, our Knowledge Management Professional, Alexandra Jordan from Zopa and the Quality & Improvement Manager of the Year, Susan Drape-Comyn​​​​. 45mins
Thursday 4th July
9.30
Quality & Improvement Teams
Learn from Benenden Health on Continuous Improvement Strategy, The Knowledge Management Team of the Year, Utility Warehouse and our Quality Team of the Year, ACCA. 45mins
10:30
Planning Managers
Managers of the Year; Alex Gold from OVO Energy and Steven Miller at Benenden Health share their stories. 45mins
13:15
Partnership Perfection
Join our Associate Heroes as they share their key ingredients for the perfect partnership. 45mins
13:15
End note
The 2025 Awards
How you can gain recognition for your and your team's work through our Awards. Tips for entering. 45mins
Virtual Tour Dates

Best Practice Showcase

Tuesday 14th July, 12:00
Outsourcing

Watch Recording
Thursday 23rd July, 12:00
Quality & Operational Improvement

Watch Recording
Tuesday 28th July, 12:00
Continuous Improvement & Effective Change
Watch Recording
Wednesday 5th August, 12:00
Turning Insight into Decision Systems
See Detail & Register
Tuesday 11th August. 12:00
Planning

See Detail & Register 
Thursday 20th August, 12:00
Effective Technology Partnerships

 See Detail & Register
Tuesday 25th August, 12:00
Vulnerable Customers

See Detail & Register

Speakers

Becky Alderson
Training Manager
HGS
Phil Anderson
CEO
The Forum
Helen Beaumont Manahan
Director, Client Success & CX
National Support Network
Tim Bell
Customer Experience Manager
Novuna
Mohamad Rusydi Che Rosli
Snr Capacity Analyst
eBay
Lynsey Coleman
Senior Director, Audit
Worldpay
Alison Conaghan
Customer Operations Specialist
The Forum
Nicola Corkin
Operational Insights Manager
AXA Insurance
Tom Cunningham
Head of Training
HGS
Mark Forbes
Manager - Ops BI
Firstsource
Gordan Fraser
Senior Manager Planning
OVO Energy
Aaron Glew
Contact Centre Manager
LNER
Charlotte Gude
Good Customer Outcomes Manager
NatWest
Alannah Martin
Value Owner
OVO Energy
Josh McGarry
Operational Benefits Manager
OVO Energy
Kieron Meyrick
Snr Analytics Manager
OVO Energy
Jamie Pincott
Resource & Planning Manager
Blackcircles
Chris Rainsforth
Director of Learning & Innovation
The Forum
Ian Robertson
Customer Operations Specialist
The Forum
Shaunna Ruddick
WEM Consultant
Route 101
Billy Smillie
Senior Workforce Analyst
LNER
Jacqueline Spencer
Business Analyst Senior
Worldpay
Dave Vernon
Director of Membership & Best Practice
The Forum
Donna Whyman
Customer Operations Specialist
The Forum
Ben Willmott
Principal Solution Consultant
Route 101

Prices

Places are free to member organisations in line with their level of membership. 
Extra places can be purchased at £295 +VAT.

All paid for places must be settled before the conference begins. All bookings are subject to The Forum's normal terms which can be read here. Cancellation does not automatically mean an invoice is no longer payable.